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RCC Area Manager
AppleAustin, Texas, United States7+ years
Apply Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.
Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.
At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and inspire – and that by focusing on the smallest of details and driving for excellence, we can drive the biggest impact. We are looking for an RCC Area Manager to inspire teams to align to the vision of our Retail Contact Center (RCC) to achieve industry leading results. We are looking for a candidate who is passionate about driving results by fostering and valuing cultural ideals that enable and empower others to do their best work.
The RCC Area Manager is a key role in leading teams and lines of business with a clear vision and long-term, strategic approach, which also includes daily operations of RCC. The position leads Supervisors and their extended teams to deliver on organizational goals. It requires critical thinking and extensive collaboration to successfully execute new and existing programs, while remaining aligned on priorities and operational details. The position may require on-call availability as well as some weekend and holiday coverage.
As an RCC Area Manager:
-Lead, with exceptional care and operational rigor, an extended organization comprised of multiple teams of specialists who report into their front line Team Leader (supervisor).
-Responsible for enabling your teams to create magical experiences with every customer interaction.
-Assess business performance with strong analytical rigor and own the results. Communicate findings clearly to senior leaders -- including the "why" behind the numbers -- and drive the actions and accountability needed to close gaps against goals.
-Develop each Team Leader to perform at their best, build teams where skills and strengths complement each other, and raise the collective bar of your leadership team over time.
- Lead by example in every interaction, modeling the interpersonal skills and behaviors you expect from your leaders -- particularly in challenging conversations where it matters most.
- Represent and protect your organization's interests through active collaboration with cross-functional partners, enabling your team to consistently deliver Only at Apple customer experiences with operational efficiency
- Lead your organization through ongoing change with clarity, genuine care, and respect for both the people doing the work and the business outcomes that depend on them
- Navigate change across technology, process, policy, and strategy with agility, and drive improvements that reinforce cultural values, that put people first, and that lead to sustained success.
- Responsible for fostering culture of retail, creating a positive environment where diverse perspectives and backgrounds are welcome so that every team member feels valued, respected and empowered to do the best work of their lives
- 7 years of experience in sales and support in a contact center environment and 3 years of people management experience
- Proven record of driving results and delivering excellence in execution
- Exemplary decision making skills, sound judgment with excellent written and verbal communication skills
- Experience holding self and team accountable to following established processes and procedures
- 3 years experience in Sales environment, responsible for delivering Sales objectives by driving performance
- Experience with driving and documenting improved efficiencies in workflow and system processes
- Experience in leading, coaching, motivating, and developing teams and leaders
- Experience collaborating on multi-function and multi-year projects and programs
- Expertise in driving employee and customer satisfaction initiatives
- Familiarity with Employment Law and other key subject areas associated with managing a large-scale call center
- Ability to clearly identify goals, communicate vision for the team, and then deliver results consistent with that message
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